In this fascinating talk, Doug Stephens will tackle the future of consumerism. He’ll shed light on the key shifts in economics, demographics, technology, and media that are completely transforming the consumer landscape, and the very essence of retail banking.

Who the consumer is, and how, where, and why they use banking channels, is changing rapidly and forever. The way branches look — and how customers interact with them — is constantly in flux. Mobile technology, social media, location-based services, machine-to-machine connection, big data, and a deluge of developing technologies are all conspiring to forever change how we use and deliver financial services.

How do we cope with all these transformations? Doug will share what smart brands are doing to re-imagine their business and capitalize on historic changes.

TUESDAY / SEPTEMBER 19, 2017

The Internet of Things is all the rage these days, but how does it fit into the branch experience? The IoT is just one of the tech trends banks should be monitoring, along with artificial intelligence, chatbots and big data. In the years to come, these technologies could play a leading role in the ever-evolving customer experience.

Bank of America recently revamped its mobile banking app to make it a more versatile tool for users. New functionalities include nearby rewards, budget tools and a shortcut that allows the user to view account balances without logging in. What more should financial institutions add to their apps to better serve the customer and more clearly differentiate from the competition?

Digital solutions and touch points help retail banks bring their brand to life in their branch locations—bridging the digital with the physical. The use of tablets in branches, either as self-serve tablets for customers or in the hands of retail bankers, has proliferated. In this session, we’ll look at how tablets in banks can be used to engage customers, provide a more personalized experience, provide on-the-spot assistance, increase efficiencies, and generate cost-savings for branches.

Despite forecasts of its demise, the bank branch is not disappearing. But it is facing a need for radical change. Consumers today are drawn to brick-and-mortar branches that provide an immersive, relationship-driven experience. This session will demonstrate how progressive FIs are integrating mobile and display technologies while incorporating big data analytics and IoT to maximize customer engagement.

Citibank surprised industry observers with the introduction of an NFC-enabled mobile wallet for Android devices. Chase took a different route, using QR codes to enable payments on Android and iOS devices. As mobile payments gain traction with consumers, what should FIs do to encourage adoption of their products and ensure a first-rate customer experience?

Digital transformation means rethinking business processes to meet customer demand for frictionless interactions in every channel. Providing touchpoints that are clear, timely, and easy to understand leads to real business impacts like increased satisfaction and greater lifetime customer value. Hear about what banks are doing to transform their business models, optimize their operations and evolve from one-way non-contextual communications to compelling, interactive engagements.

The banking industry talks about “driving” users to self-service channels. But customers are not cattle and, when treated as such, tend to get huffy and take their business elsewhere. “Acclimating” might be a better term. Learn how smart bankers are easing account holders into self-service channels and earning the added benefit of deeper customer relationships.

Traditional FIs are starting to join forces with fintech providers as a strategy for rapidly acquiring digital expertise. For example, last year BBVA bought Holvi, a Finnish banking startup. What should an institution look for in an acquisition? And what is the best way to ensure that a new fintech partner will benefit both the bank and its customers?

Branch transformation isn’t any one thing: It’s not universal bankers with digital gadgets; not sleek self-service devices capable of almost any teller function; not IT systems that make everything work like magic. It’s all of these things, all revolving around the customer. Learn how one bank developed a comprehensive transformation strategy and pulled it off beautifully.

The decision by the Office of the Comptroller of the Currency to potentially grant fintech firms a special charter did not sit well with traditional financial institutions. While it might level the playing field for fintechs, it heightens the pressure on banks to implement new technologies without crossing regulatory lines. What’s at stake for banks and their customers?

The 19th century American architect Louis Sullivan coined the phrase “form follows function.” In the 21st century, Sullivan’s law still governs the built environment. Learn how design professionals are applying it in blueprints for a modern branch that serves not only as a banking establishment, but also sometimes as a community hub, classroom and coffeehouse.

WEDNESDAY / SEPTEMBER 20, 2017

Learn about new and innovative financial technologies in this series of six 10-minute product presentations. Each presenter will have five minutes for an elevator pitch and five minutes for audience Q&A. You’ll see presentations from:

Some industry pundits believe that a universal platform is a must for widespread consumer adoption of mobile payments. At the very least, they insist, mobile solutions should share standard features, which individual providers could then add to as desired. Could such an approach stifle innovation — or would it accelerate the growth of mobile payments?

In this focus group-style session, we’ll “test” financial services trends with a group of consumers representing a cross-section of the American banking public. This followup to last year’s well-received millennial panel will challenge prevailing assumptions about demographic groups from baby boomers to Gen Z, and might change how you think about service delivery.

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CONTACT

877.441.7545
502.241.7545 x129
lizadv@networldmediagroup.com

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ABOUT

Digitally minded consumers are forcing financial institutions to rethink the way they do business. These consumers want to bank when and how it suits them. Financial institutions must innovate quickly to keep up with consumer demands and to respond to challenges from non-traditional competitors.

Bank Customer Experience (BCX) Summit will provide bank executives with powerful insights on these trends and highlight innovative technology to help today’s financial institutions transform themselves to serve consumers now and into the future.